FREQUENTLY ASKED QUESTIONS (FAQs)

MOST COMMON QUESTIONS

Where is my package?
After your order is shipped, you will receive a shipping confirmation email with a tracking link. Click the link to track your order’s progress. For details, please check our Shipping Policy.
Has my order been placed?
You will receive an order confirmation email once your order is completed. If you do not see it, please check your spam/junk folder or contact our customer service at support@bigonus.com.
How do I file a complaint about a product?
If your product does not meet expectations, please refer to our Refund & Return Policy for guidance.

Why can’t I check out if my order value is below the minimum amount?
To minimize environmental impact, we encourage customers to consolidate orders and reduce shipping frequency.
I can’t place an order or find a product – what does it mean?
We only sell items available in stock. If you attempt to order more than available, the system will adjust to the maximum available quantity.
Can I cancel my order?
If you need to cancel your order, please contact our support team at support@bigonus.com as soon as possible. However, due to fast processing, cancellation cannot be guaranteed.
Can I add or remove items from my order?
Once an order is placed, changes cannot be made. Please place a new order if needed, and we will adjust shipping charges accordingly.
Can I place an order by phone or email?
For security reasons, we only accept orders placed through our website at bigonus.com.

What happens if my order is delayed?
We work with top shipping partners to ensure fast delivery. If delays occur, please contact our support team for assistance.
When will my order be shipped?
Orders are processed within 1 - 3 business days and delivered within 10 - 15 business days. For more details, see our Shipping Policy.
What if I haven’t received my order?
If you have not received your order within 11 - 18 business days, please contact our support team at support@bigonus.com for assistance.

What payment methods do you accept?
We accept PayPal, credit/debit cards, and other secure online payment options. For details, visit our Billing Terms & Conditions.
Where is my invoice?
Your invoice will be emailed to the address you provided during checkout, after your order is shipped.
I’m having trouble with payment at checkout.
If you encounter issues, ensure your payment method is valid. If problems persist, please contact your bank or our support team for assistance.

How long are promotions/offers valid?
Promotion details can be found in ads, newsletters, and on our website. Please note product availability and prices are subject to change and may contain typographical errors.
How do I use a discount code?
Enter the code at checkout in the “Promo Code” box, then click “Apply”. Note that only one code can be used per order, and codes may have specific product, order value, or campaign conditions.

For further assistance or questions, please contact our customer support at support@bigonus.com for more information.